Director Technical Support and Training (Washington)

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance the patient experience, improve population health, reduce costs, support care team well-being and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

The Director Technical Support and Training primarily manages the oversight of the Technical Support Team (Technical Support Engineers) and the Technical Trainers, including coordinating and directing all team operations and policies.Ability to foster strong customer loyalty and repeat business is key.

***This hybrid position is located at Spacelabs Healthcare headquarters in Snoqualmie, Washington, with the expectation of onsite collaboration 3+ days per week.

• Responsible for the overall direction, supervision, coordination and evaluation of Technical Support and Technical Training team members in accordance with company policies.
• Direct activities related to the customer service call-center, remote customer support, and 24x7 technical support.
• Manage all aspects of Technical Training: develop content, manage global training schedule, training delivery infrastructure (classroom, remote, web-based, etc.), and logistics (technical training database). Coordinate with Spacelabs training department for best practices, etc.
• Manage the Field Service Apprenticeship program to drive consistent technical and process training for our field service employees, and to prepare apprentices for field assignment.
• Ability to consistently use good judgment, professionalism and calm demeanor in dealing with customers and other stakeholders.
• Responsible for establishing, implementing, and maintaining quality service standards and maximizing customer satisfaction.
• Develop and implement policies and procedures covering such areas as technical support, technical training and customer complaints. Set roles and responsibilities within the teams.
• Build service and customer support capability and competency within the organization.
• Build a culture of “delighting customers”.
• Manage, evaluate and develop team of employees to meet functional deliverables and responsibilities. Complete company people management requirements. Exhibit manager core competencies.
• Uphold the Company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company's Code of Ethics and Conduct. Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the company’s values, Code of Ethics and Conduct, and applicable compliance policies.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

• Bachelor’s degree in business or related field, or additional applicable work experience.
• 14 +years’ customer service experience within a call center environment, with 10+ years of management experience.
• 8+ years’ experience in medical device servicing or complaint handling.
• Strong computer skills within the Microsoft Office suite of products; CRM experience a plus.
• Ability to manage multiple, complex priorities within demanding timeframes.
• Highly developed relationship-building skills. Experience at leading a team in handling complex, high-stress situations with external customers.
• Experience working positively and productively in a team environment. Highly collaborative.
• Proven ability to deliver results through others, both direct and matrixed. Proven ability to lead, develop, motivate and hold others accountable.
• Strong relationship development and professional communication skills required
• Must possess strong management and organizational skills
• Excellent verbal and written communication skills along with strong problem solving and decision-making skills required
• Must be able to complete job responsibilities working with different time zones such as attending late night/early morning meetings by phone and/or web to meet global business needs: 15%
• May be required to register with a vendor credentialing service. As part of this process, may be required to submit personal information to a credentialing service company, provide proof of vaccinations or related medical information, and comply with other requirements needed to be able to work at customer site.
• Some domestic travel required. May travel internationally and be able to acquire all necessary travel documents. <5%

#LI-Hybrid

Please review our benefits here: Life at OSI

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.

NOTICE TO THIRD PARTY AGENCIES

OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.

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OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.